Pokaż uproszczony rekord

The effects of service quality and memorable tourism experience toward revisit intentions: Investigating the mediating role of tourist satisfaction

dc.contributor.authorEviana, Nova
dc.date.accessioned2025-07-11T14:49:39Z
dc.date.available2025-07-11T14:49:39Z
dc.date.issued2025-06-13
dc.identifier.issn0867-5856
dc.identifier.urihttp://hdl.handle.net/11089/55972
dc.description.abstractRevisit intentions play a pivotal role in the tourist market, predicting both tourist revisits and the financial sustainability of tourism enterprises while also influencing effective destination management. This study aims to examine the impact of service quality (SQ) and memorable tourism experiences (MTE) on revisit intentions (RI), with tourist satisfaction (TS) as the mediator. Using quantitative research methods, including cross-sectional surveys through a questionnaire, this investigation has focused on the Old Town of Jakarta – a significant historical landmark – with 204 tourists participating as respondents. Through PLS-SEM analysis of the data, the findings highlight that only MTE and TS directly and significantly impact RI, with TS emerging as the most influential predictor. Furthermore, SQ positively contributes to both MTE and TS, with MTE serving as a determinant of TS. Indirectly, SQ and MTE influence RI mediated by TS. Therefore, enhancing SQ in managing the Old Town of Jakarta is crucial to providing a memorable and satisfying travel experience, thereby fostering positive future behavioral intentions.en
dc.language.isoen
dc.publisherWydawnictwo Uniwersytetu Łódzkiegopl
dc.relation.ispartofseriesTuryzm/Tourism;1en
dc.rights.urihttps://creativecommons.org/licenses/by-nc-nd/4.0
dc.subjectservice qualityen
dc.subjecttourist experienceen
dc.subjectmemorable tourism experienceen
dc.subjecttourist satisfactionen
dc.titleThe effects of service quality and memorable tourism experience toward revisit intentions: Investigating the mediating role of tourist satisfactionen
dc.typeArticle
dc.page.number149-159
dc.contributor.authorAffiliationUniversitas Asa Indonesia (Jakarta, Indonesia), Travel Operation Departmenten
dc.identifier.eissn2080-6922
dc.referencesAbdullah, S.I.N.W., & Lui, E. (2018). Satisfaction drivers and revisit intention of international tourists in Malaysia. Journal of Tourism, Hospitality and Environment Management, 3(9), 1–13. https://jthem.com/PDF/JTHEM-2018-09-06-01.pdfen
dc.referencesAfthanorhan, A., Awang, Z., Rashid, N., Foziah, H., & Ghazali, P.L. (2019). Assessing the effects of service quality on customer satisfaction. Management Science Letters, 9(1), 13–24. https://doi.org/10.5267/j.msl.2018.11.004en
dc.referencesAlam, M.M.D., & Noor, N.A.M. (2020). The relationship between service quality, corporate image, and customer loyalty of Generation Y: An application of S-O-R paradigm in the context of superstores in Bangladesh. SAGE Open, 10(2). https://doi.org/10.1177/2158244020924405en
dc.referencesBaker, D.A., & Crompton, J.L. (2000). Quality, satisfaction and behavioral intentions. Annals of Tourism Research, 27(3), 785–804. https://doi.org/10.1016/S0160-7383(99)00108-5en
dc.referencesBigne, E., Fuentes-Medina, M.L., & Morini-Marrero, S. (2020). Memorable tourist experiences versus ordinary tourist experiences analysed through user-generated content. Journal of Hospitality and Tourism Management, 45, 309–318. https://doi.org/10.1016/j.jhtm.2020.08.019en
dc.referencesBoavida-Portugal, I., Ferreira, C.C., & Rocha, J. (2017). Where to vacation? An agent-based approach to modelling tourist decision-making process. Current Issues in Tourism, 20(15), 1557–1574. https://doi.org/10.1080/13683500.2015.1041880en
dc.referencesCakici, A.C., Akgunduz, Y., & Yildirim, O. (2019). The impact of perceived price justice and satisfaction on loyalty: The mediating effect of revisit intention. Tourism Review, 74(3), 443–462. https://doi.org/10.1108/TR-02-2018-0025en
dc.referencesChan, W.-C., Wan Ibrahim, W.H., Lo, M.-C., Mohamad, A.A., Ramayah, T., & Chin, C.-H. (2022). Controllable drivers that influence tourists’ satisfaction and revisit intention to Semenggoh Nature Reserve: The moderating impact of destination image. Journal of Ecotourism, 21(2), 147–165. https://doi.org/10.1080/14724049.2021.1925288en
dc.referencesChandel, J.K., & Bansal, S.P. (2014). Understanding the relationships of value, satisfaction and behavioural intentions among adventure tourists. International Journal of Leisure and Tourism Marketing (IJLTM), 4(2), 156–171. https://doi.org/10.1504/ijltm.2014.065884en
dc.referencesChen, C.-C., Huang, W.-J., & Petrick, J.F. (2016). Holiday recovery experiences, tourism satisfaction and life satisfaction: Is there a relationship? Tourism Management, 53, 140–147. https://doi.org/10.1016/j.tourman.2015.09.016en
dc.referencesChen, C.-F., & Chou, S.-H. (2019). Antecedents and consequences of perceived coolness for Generation Y in the context of creative tourism: A case study of the Pier 2 Art Center in Taiwan. Tourism Management, 72, 121–129. https://doi.org/10.1016/j.tourman.2018.11.016en
dc.referencesChen, C.-F., & Phou, S. (2013). A closer look at destination: Image, personality, relationship and loyalty. Tourism Management, 36, 269–278. https://doi.org/10.1016/j.tourman.2012.11.015en
dc.referencesChen, X., Cheng, Z.-F., & Kim, G.-B. (2020). Make it memorable: Tourism experience, fun, recommendation and revisit intentions of Chinese outbound tourists. Sustainability, 12(5), Article 1904. https://doi.org/10.3390/su12051904en
dc.referencesCoudounaris, D.N., & Sthapit, E. (2017). Antecedents of memorable tourism experience related to behavioral intentions. Psychology & Marketing, 34(12), 1084–1093. https://doi.org/10.1002/mar.21048en
dc.referencesde Vaus, D. (2013). Surveys in social research (6th ed.). Routledge. https://doi.org/10.4324/9780203519196en
dc.referencesFamiyeh, S., Asante-Darko, D., & Kwarteng, A. (2018). Service quality, customer satisfaction, and loyalty in the banking sector: The moderating role of organizational culture. International Journal of Quality & Reliability Management, 35(8), 1546–1567. https://doi.org/10.1108/IJQRM-01-2017-0008en
dc.referencesFida, B.A., Ahmed, U., Al-Balushi, Y., & Singh, D. (2020). Impact of service quality on customer loyalty and customer satisfaction in Islamic banks in the Sultanate of Oman. SAGE Open, 10(2). https://doi.org/10.1177/2158244020919517en
dc.referencesGholipour Soleimani, A., & Einolahzadeh, H. (2018). The influence of service quality on revisit intention: The mediating role of WOM and satisfaction (Case study: Guilan travel agencies). Cogent Social Sciences, 4(1), Article 1560651. https://doi.org/10.1080/23311886.2018.1560651en
dc.referencesGohary, A., Pourazizi, L., Madani, F.(F)., & Chan, E.Y. (2020). Examining Iranian tourists’ memorable experiences on destination satisfaction and behavioral intentions. Current Issues in Tourism, 23(2), 131–136. https://doi.org/10.1080/13683500.2018.1560397en
dc.referencesHair, J.F., Jr., Black, W.C., Babin, B.J., & Anderson, R.E. (2019). Multivariate data analysis (8th ed.). Cengage.en
dc.referencesHair, J.F., Jr., Hult, G.T.M., Ringle, C.M., & Sarstedt, M. (2017). A primer on partial least squares structural equation modeling (PLS-SEM) (2nd ed.). SAGE Publications.en
dc.referencesHaque, A., & Momen, A. (2017). A model of Islamic tourism towards religious motivation and tourist satisfaction in Malaysia. In F.L. Gaol & F.D. Hutagalung (Eds.), Social interactions and networking in cyber society (pp. 153–167). Springer. https://doi.org/10.1007/978-981-10-4190-7_13en
dc.referencesHenseler, J., Dijkstra, T.K., Sarstedt, M., Ringle, C.M., Diamantopoulos, A., Straub, D.W., Ketchen, D.J., Jr., Hair, J.F., Hult, G.T.M., & Calantone, R.J. (2014). Common beliefs and reality about PLS: Comments on Rönkkö and Evermann (2013). Organizational Research Methods, 17(2), 182–209. https://doi.org/10.1177/1094428114526928en
dc.referencesHenseler, J., Ringle, C.M., & Sarstedt, M. (2015). A new criterion for assessing discriminant validity in variance-based structural equation modeling. Journal of the Academy of Marketing Science, 43(1), 115–135. https://doi.org/10.1007/s11747-014-0403-8en
dc.referencesHu, L.-T., & Bentler, P.M. (1999). Cutoff criteria for fit indexes in covariance structure analysis: Conventional criteria versus new alternatives. Structural Equation Modeling: A Multidisciplinary Journal, 6(1), 1–55. https://doi.org/10.1080/10705519909540118en
dc.referencesKim, H., Woo, E., & Uysal, M. (2015). Tourism experience and quality of life among elderly tourists. Tourism Management, 46, 465–476. https://doi.org/10.1016/j.tourman.2014.08.002en
dc.referencesKim, J.-H. (2018). The impact of memorable tourism experiences on loyalty behaviors: The mediating effects of destination image and satisfaction. Journal of Travel Research, 57(7), 856–870. https://doi.org/10.1177/0047287517721369en
dc.referencesKim, J.-H., Ritchie, J.R.B., & McCormick, B. (2012). Development of a scale to measure memorable tourism experiences. Journal of Travel Research, 51(1), 12–25. https://doi.org/10.1177/0047287510385467en
dc.referencesKılıç, S. (2016). Cronbach’ın alfa güvenirlik katsayısı / Cronbach’s alpha reliability coefficient. Journal of Mood Disorders, 6(1), 47–48 [in Turkish]. https://doi.org/10.5455/jmood.20160307122823en
dc.referencesKock, N., & Hadaya, P. (2018). Minimum sample size estimation in PLS-SEM: The inverse square root and gamma-exponential methods. Information Systems Journal, 28(1), 227–261. https://doi.org/10.1111/isj.12131en
dc.referencesLai, K.P., Yuen, Y.Y., & Chong, S.C. (2020). The effects of service quality and perceived price on revisit intention of patients: The Malaysian context. International Journal of Quality and Service Sciences, 12(4), 541–558. https://doi.org/10.1108/IJQSS-02-2019-0013en
dc.referencesLan, Y.-L., Hung, J.-Y., Chen, C.-C., & Yao, C.-W. (2016). Key factors influencing patient loyalty. International Journal of Electronic Customer Relationship Management (IJECRM), 10(2/3/4), 89–102. https://doi.org/10.1504/IJECRM.2016.082182en
dc.referencesLe, D.N., Nguyen, H.T., & Truong, P.H. (2020). Port logistics service quality and customer satisfaction: Empirical evidence from Vietnam. The Asian Journal of Shipping and Logistics, 36(2), 89–103. https://doi.org/10.1016/j.ajsl.2019.10.003en
dc.referencesLee, S.M., Lee, D., & Kang, C.-Y. (2012). The impact of high-performance work systems in the health-care industry: Employee reactions, service quality, customer satisfaction, and customer loyalty. The Service Industries Journal, 32(1), 17–36. https://doi.org/10.1080/02642069.2010.545397en
dc.referencesLiao, Y.K., Wu, W.Y., Truong, G.N.T., Binh, P.N.M., & Van Vu, V. (2021). A model of destination consumption, attitude, religious involvement, satisfaction, and revisit intention. Journal of Vacation Marketing, 27(3), 330–345. https://doi.org/10.1177/1356766721997516en
dc.referencesLin, M. (2024). Understanding the influencing factors of tourists’ revisit intention in traditional villages. Heliyon, 10(15), Article e35029. https://doi.org/10.1016/j.heliyon.2024.e35029en
dc.referencesLiobikienė, G., Mandravickaitė, J., & Bernatonienė, J. (2016). Theory of planned behavior approach to understand the green purchasing behavior in the EU: A cross-cultural study. Ecological Economics, 125, 38–46. https://doi.org/10.1016/j.ecolecon.2016.02.008en
dc.referencesLu, Y., Lai, I.K.W., Liu, X.Y., & Wang, X. (2022). Influence of memorability on revisit intention in welcome back tourism: The mediating role of nostalgia and destination attachment. Frontiers in Psychology: Section Organizational Psychology, 13, Article 1020467 https://doi.org/10.3389/fpsyg.2022.1020467en
dc.referencesMasri, N., Anuar, F.I., & Yulia, A. (2017). Influence of Wi-Fi service quality towards tourists’ satisfaction and dissemination of tourism experience. Journal of Tourism, Hospitality & Culinary Arts (JTHCA), 9(2), 383–398. https://fhtm.uitm.edu.my/images/jthca/Vol9Issue2/4-01.pdfen
dc.referencesMilman, A., & Tasci, A.D.A. (2018). Exploring the experiential and sociodemographic drivers of satisfaction and loyalty in the theme park context. Journal of Destination Marketing & Management, 8, 385–395. https://doi.org/10.1016/j.jdmm.2017.06.005en
dc.referencesMorgan, M., & Xu, F. (2009). Student travel experiences: Memories and dreams. Journal of Hospitality Marketing & Management, 18(2–3), 216–236. https://doi.org/10.1080/19368620802591967en
dc.referencesMunawar, F., Munawar, R., & Tarmidi, D. (2021). The impact of perceived coolness, destination uniqueness and tourist experience on revisit intention: A geographical study on cultural tourism in Indonesia. Review of International Geographical Education Online (RIGEO), 11(1), 400–411.en
dc.referencesMutanga, C.N., Vengesayi, S., Chikuta, O., Muboko, N., & Gandiwa, E. (2017). Travel motivation and tourist satisfaction with wildlife tourism experiences in Gonarezhou and Matusadona National Parks, Zimbabwe. Journal of Outdoor Recreation and Tourism, 20, 1–18. https://doi.org/10.1016/j.jort.2017.08.001en
dc.referencesNowacki, M., & Niezgoda, A. (2023). Identifying memorable hotel experiences: analysis of TripAdvisor reviews. Miscellanea Geographica: Regional Studies on Development, 27(2), 66–74. https://doi.org/10.2478/MGRSD-2023-0006en
dc.referencesOoi, C.-S. (2005). A theory of tourism experiences: The management of attention. In T. O’Dell & P. Billing (Eds.), Experiencescapes: Tourism, Culture, and Economy (pp. 51–68). Copenhagen Business School Press.en
dc.referencesOvan, O., & Saputra, A. (2020). CAMI: Web-based application to test validity and reliability of research instruments. Journal of Education, Teaching and Learning (JETL), 5(2), 244–248. https://doi.org/10.26737/jetl.v5i2.2032en
dc.referencesPai, C.-K., Liu, Y., Kang, S., & Dai, A. (2020). The role of perceived smart tourism technology experience for tourist satisfaction, happiness and revisit intention. Sustainability, 12(16), Article 6592. https://doi.org/10.3390/su12166592en
dc.referencesRichardson, S., Lefrid, M., Jahani, S., Munyon, M.D., & Rasoolimanesh, S.M. (2019). Effect of dining experience on future intention in quick service restaurants. British Food Journal, 121(11), 2620–2636. https://doi.org/10.1108/BFJ-09-2018-0617en
dc.referencesRismawati, & Sitepu, E.S. (2021). The influence of service quality, destination image, and memorable experience on revisit intention with intervening variables of tourist satisfaction. International Journal of Applied Sciences in Tourism and Events (IJASTE), 5(1), 77–87. https://doi.org/10.31940/ijaste.v5i1.2097en
dc.referencesShafiq, A., Mostafiz, M.I., & Taniguchi, M. (2019). Using SERVQUAL to determine Generation Y’s satisfaction towards hoteling industry in Malaysia. Journal of Tourism Futures, 5(1), 62–74. https://doi.org/10.1108/JTF-01-2018-0004en
dc.referencesSirimongkol, T. (2022). The effects of restaurant service quality on revisit intention in pandemic conditions: An empirical study from Khonkaen, Thailand. Journal of Foodservice Business Research, 25(2), 233–251. https://doi.org/10.1080/15378020.2021.1941560en
dc.referencesSthapit, E., Björk, P., & Coudounaris, D.N. (2022). Airbnb: What determines a memorable experience? Consumer Behavior in Tourism and Hospitality, 17(1), 42–55. https://doi.org/10.1108/cbth-06-2021-0158en
dc.referencesSthapit, E., & Coudounaris, D.N. (2018). Memorable tourism experiences: Antecedents and outcomes. Scandinavian Journal of Hospitality and Tourism, 18(1), 72–94. https://doi.org/10.1080/15022250.2017.1287003en
dc.referencesSu, D.N., Nguyen, N.A.N., Nguyen, Q.N.T., & Tran, T.P. (2020). The link between travel motivation and satisfaction towards a heritage destination: The role of visitor engagement, visitor experience and heritage destination image. Tourism Management Perspectives, 34, Article 100634. https://doi.org/10.1016/j.tmp.2020.100634en
dc.referencesSuh, J.-C., & Youjae, Y. (2006). When brand attitudes affect the customer satisfaction-loyalty relation: The moderating role of product involvement. Journal of Consumer Psychology, 16(2), 145–155. https://doi.org/10.1207/s15327663jcp1602_5en
dc.referencesSuhail, P., & Srinivasulu, Y. (2021). Perception of service quality, satisfaction, and behavioral intentions in Ayurveda healthcare. Journal of Ayurveda and Integrative Medicine, 12(1), 93–101. https://doi.org/10.1016/j.jaim.2020.10.011en
dc.referencesThoo, P.Y., Johari, S., Ismail, M.H., Lee, L.L., & Hasan, M.L. (2019). The relationship between service quality and memorable tourism experience at giant panda conservation centre in zoo Negara Malaysia. International Journal of Recent Technology and Engineering (IJRTE), 7(5S), 69–74. https://www.ijrte.org/portfolio-item/Es212701751919/en
dc.referencesTosun, C., Dedeoğlu, B.B., & Fyall, A. (2015). Destination service quality, affective image and revisit intention: The moderating role of past experience. Journal of Destination Marketing & Management, 4(4), 222–234. https://doi.org/10.1016/j.jdmm.2015.08.002en
dc.referencesTsai, C.-T. (2016). Memorable tourist experiences and place attachment when consuming local food. International Journal of Tourism Research, 18(6), 536–548. https://doi.org/10.1002/jtr.2070en
dc.referencesTsai, Y.F., Lin, Y.C., & Liou, Y.H. (2021). Effects of memorable tourism experience on tourist’s satisfaction and revisiting. International Journal of Research in Business and Social Science, 10(7), 297–309. https://doi.org/10.20525/ijrbs.v10i7.1446en
dc.referencesWang, Y. (2016). More important than ever: Measuring tourist satisfaction (Griffith Institute for Tourism Research Report No. 10). Griffith University. https://www.griffith.edu.au/__data/assets/pdf_file/0029/18884/Measuring-Tourist-Satisfaction.pdfen
dc.referencesWu, H.-C., Ai, C.-H., Yang, L.-J., & Li, T. (2015). A study of revisit intentions, customer satisfaction, corporate image, emotions and service quality in the hot spring industry. Journal of China Tourism Research, 11(4), 371–401. https://doi.org/10.1080/19388160.2015.1110545en
dc.referencesZhang, H., Wu, Y., & Buhalis, D. (2018). A model of perceived image, memorable tourism experiences and revisit intention. Journal of Destination Marketing & Management, 8, 326–336. https://doi.org/10.1016/j.jdmm.2017.06.004en
dc.referencesZhang, X., Chen, Z., & Jin, H. (2021). The effect of tourists’ autobiographical memory on revisit intention: does nostalgia promote revisiting? Asia Pacific Journal of Tourism Research, 26(2), 147–166. https://doi.org/10.1080/10941665.2020.1718171en
dc.contributor.authorEmailnova@asaindo.ac.id
dc.identifier.doi10.18778/0867-5856.2025.14
dc.relation.volume35


Pliki tej pozycji

Thumbnail
Nazwa:
149-159_Eviana.pdf
Rozmiar:
728.9KB
Format:
PDF
Oglądaj/Otwórz

Pozycja umieszczona jest w następujących kolekcjach

Pokaż uproszczony rekord

https://creativecommons.org/licenses/by-nc-nd/4.0
Poza zaznaczonymi wyjątkami, licencja tej pozycji opisana jest jako https://creativecommons.org/licenses/by-nc-nd/4.0